Negative feedback intercept for retail and ecommerce
The unhappy customer talks to you before they talk to Google. Bad survey replies trigger an immediate manager alert and a same-day recovery call. Frontdesk runs it for shoppers.
Trigger
A feedback reply scores low or reads negative.
Built from
Why teams set this up
A one-star review is usually a customer who had nowhere better to put the frustration. Most would have taken a phone call, if the phone call had come fast.
Complaints surface to you first
Same-day recovery becomes standard
Every recovery tracked to resolution
How the automation runs
A resident rates their maintenance visit 2 out of 5 and mentions the tech left a mess. The property manager has the alert before the resident puts the phone down, calls within the hour, and sends the cleanup crew. The review that almost happened never does.
- 1Conditional branch
Low scores split off from the normal thank-you path
- 2Team notification
The manager gets the score, transcript, and history immediately
- 3Smart ticket
A recovery ticket opens so the case cannot be forgotten
- 4Outbound call
The AI or your manager calls the same day to make it right
- 5Outbound SMS
After resolution, a follow-up confirms the fix actually landed
How retail and ecommerce teams run it
A bad delivery score reaches the manager before it reaches the product page.
Synced with your systems
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Growth journeys that include this workflow
This workflow is one step inside larger growth journeys that run the full customer lifecycle.
Cross-sell and upsell
Use customer context, behavior, timing, and eligibility to make relevant expansion offers.
See the journey →Plan upgrade automation
Recognize when customers are outgrowing a plan and make the upgrade path clear.
See the journey →Add-on recommendation flow
Use the current job, purchase, issue, or milestone to offer a useful add-on.
See the journey →Common questions
How does the negative feedback intercept workflow start?
A feedback reply scores low or reads negative.
Which channels does this use?
This workflow runs over outbound voice, sms. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Which systems does this work with for retail and ecommerce businesses?
Frontdesk can work with HubSpot, Salesforce, Pipedrive, Google Calendar, Outlook, Webhooks, plus API and webhook connections for custom systems, so every conversation lands on the right record.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →This workflow also runs for any industry.
See the all-industry version →More from reviews and feedback
Ask at the right moment, and intercept problems before they go public.
Post-service review requests
Happy customers get asked for a review at the exact moment they are happiest, on the channel they actually open.
CSAT surveys by text
One-question satisfaction surveys by SMS, scored into your CRM, with every detractor routed to a human while the experience is still fresh.
Testimonial collection calls
The AI calls your happiest customers, asks permission to record, and delivers transcripts your marketing can quote.